Global Technical Support Manager - Hybrid Leadership & Impact

Edwards Vacuum; Dallas (TX); Hybrid; USD 108,000 - 120,000; Full time

Benefits offered by this job

Health and wellness programs

401(k) with company match

Paid family leave

Global training and career progression

Mentorship and learning opportunities

Job summary

Edwards Vacuum is seeking a Senior Technical Support Manager to lead omni-channel support and provide technical guidance across products and technologies. You will mentor staff, deliver superior customer experiences, and influence global support practices from a regional perspective.

The role requires leading a high-performing team, making daily decisions with impact, and collaborating across management and engineering to remove barriers and drive case progression.

Qualifications

• Bachelor's degree in engineering or related technical discipline
• 10+ years in technical support environment
• Experience in semiconductor industry
• Analytical, troubleshooting and presentation skills
• Certified in established troubleshooting methodology (e.g. 8D, Kepner-Tregoe, Shainin Red X, Six Sigma Black Belt)

Responsibilities

• Lead regional tech support team performance and coaching
• Serve as primary escalation point for technical support
• Drive improvements to maximise customer experience
• Communicate status and data across management and engineers
• Develop and implement global support initiatives

Skills

Technical leadership

Customer focus

Troubleshooting

Cross-functional collaboration

Mentoring

Education

Bachelor's degree in engineering

Tools

Troubleshooting methodologies

Job description

Edwards Vacuum is seeking a Senior Technical Support Manager to lead omni-channel support and provide technical guidance across products and technologies. You will mentor staff, deliver superior customer experiences, and influence global support practices from a regional perspective.

The role requires leading a high-performing team, making daily decisions with impact, and collaborating across management and engineering to remove barriers and drive case progression.